Technical Support Engineer

Summary

Join Linnworks as a Technical Support Engineer and become the primary point of contact for customer technical queries regarding our software. You will play a pivotal role in customer journeys, combining empathy, curiosity, and adaptability to solve cases. Excellent communication, a proactive attitude, and technical system navigation skills are essential. Higher education isn't required, but related skills and experience are beneficial. The role involves handling customer requests via various channels, providing efficient service, escalating complex cases, and ongoing product learning. You will also support colleagues, explain complex topics clearly, and work a set schedule with occasional weekend coverage. Linnworks offers a competitive compensation package, flexible work arrangements, and various benefits.

Requirements

• You'll have intermediate computer skills, while knowledge of the Google Suite tools is helpful
• Technical problem-solving. You’re a logical thinker and have a willingness to learn technical concepts
• Strong customer-centric approach. You enjoy helping others (not just our customers!) and are committed to providing excellent customer service
• Adaptability & quick learning. You’re able to thrive in fast-paced and evolving environments and believe you can learn on the fly
• Clear & concise communication. You have great communication skills and are well-versed in both written & spoken English
• Organized & attentive: You know you’re capable of managing your tasks well and can make sound decisions in challenging situations
• Curiosity & enthusiasm for tech: You have a strong desire to explore and master new technologies, apps, devices, and systems, regardless of your current experience level
• Reliability & accountability. You’re committed to learning, and you know that mistakes help you grow. You’re a dependable partner to both our team and our customers and deliver on your commitments

Responsibilities

• Handling our customers’ technical requests via ticketing system
• Live chat
• Direct phone lines
• Providing prompt, efficient, detailed, and customer-oriented service to our customers
• Proactively looking for solutions to our customers’ queries
• Escalating complex cases to respective internal teams as per set workflows
• Getting to know the Linnworks product through ongoing learning, training, and conducting regular independent research to stay in the loop with our evolving ecosystem
• Supporting other Technical Support Engineers with solving cases, sharing knowledge & learning together
• Explaining complex topics to customers and team members simply & collaboratively
• Working according to the Technical Support shift schedule: 5 days a week, mainly from Monday to Friday, with occasional weekend coverage
• Alternating weeks of live chat & phone support
• And, the Technical Support team doesn’t work night shifts

Preferred Qualifications

• Any skills, knowledge, or experience related to acquiring a degree can be beneficial
• Any experience with customer service is a plus!

Benefits

• A Competitive Total Compensation Package & an Employee Appreciation Plan
• A collaborative team culture based on trust & belonging
• 5 weeks of Vacation per year + an extra vacation day for each year of service for the first 3 years
• Full Sick Leave compensation up until the 8th day of illness
• 2 Volunteer Days per year - volunteer solo or join our team on a day out
• Flexible work arrangements - Work from Home, Hybrid or from our office, with opportunities to Work from Abroad
• Company Laptop & Work from Home Stipend – you’ll receive a personal budget of €500 to set up your best home office!
• Mental Wellbeing Support - Access to therapy, mental health sessions, and yoga through a free premium subscription to Headspace 🧘🏻‍♀️
• Recreational Sports Compensation or supplementary Private Health Insurance
• Confidential Employee Assistance Programme with access to 24/7 compassionate guidance, expert advice, resources & free mental health counselling
• Career Growth, Training & Personal Development via Linnworks Career Framework
• A modern office in the Tallinn City Centre
• The opportunity to be part of a rapidly scaling and market-leading tech company at the forefront of a growing e-commerce industry